Channel and Innovation Lead – Digital Payments

About the role

The role is to orchestrate a consistent customer experience across digital and assisted channels while building an innovation pipeline and a test‑and‑learn culture for a new digital bank.

Key responsibilities

• Define orchestration principles across mobile app, web, chatbot, call centre, branches, ATMs, kiosks and other channels.
• Ensure customer journeys are coherent, simple and aligned with the digital bank value proposition.
• Identify journey breaks and coordinate cross‑channel improvements with product, business, marketing, technology, operations and support teams.
• Design and optimise priority journeys such as onboarding, login, accounts, cards, payments, savings and support.
• Build and manage an innovation pipeline covering new features, personalisation, gamification, marketplace concepts and financial‑wellness services.
• Launch pilots, apply MVP and test‑and‑learn methods, measure impact and scale high‑potential innovations.
• Define and monitor channel and journey KPIs such as adoption, conversion, drop‑off, satisfaction and platform availability.

Required profile

• 8‑12 years of experience in digital channels, customer journeys, innovation or product management.
• Proven experience orchestrating omnichannel experiences across web, mobile, ATM/kiosk, call centre and assisted channels.
• Strong innovation, experimentation and cross‑functional leadership capability.
• Ability to work onsite in Morocco for the full 12‑month assignment.

Required skills

• Data analysis
• Payment systems
• Digital platforms
• System workflows
• Security basics